Actively engage with employees who need help with their leaves of absence, using a variety of methods including inbound, outbound & chat. Open new leave cases in the systems provided (360, & Multi Client Leave Pro.) Assist employees with status updates on their claims, such as: approvals, denials, appeals, pending status. Being able to multitask throughout the week between phone time & chat support. Ensuring that you access the knowledge base when it comes to company leaves, state leaves, federal leaves & client specific processes. Some additional day to day duties and/or task would include outbound calls to employees, sending faxes to the attending physician offices, answer any incoming chats and/or phone calls, de-escalate irate employees on ongoing issues, assist other agents in team chats with problems they may have, and any special projects (such as: helping work task for case managers, return to work calls, following up on return calls etc.) Consistently engage in a high-volume work environment whether its inbound phone calls or chat. Being able to meet the required metrics monthly and take any constructive criticism and apply it day to day.

Responsible for directly responding to our members' requests for service such as, verifying eligibility, completing registrations, entering medical histories, scheduling consults, providing technical assistance and on occasion making outbound calls to members. Interacting with various departments to obtain information and resolve outstanding member and/or client issues. Ensuring HIPAA (Health Insurance Portability and Accountability Act) compliance for all processes and procedures. Assigned to Tiger Team and was able to work remotely for over a year based off stats & performance.

Responsible for taking incoming customer service, and technical assistance from customers, other departments and third-party vendors. Interpreted alarm signals received from customers’ monitoring system. Assisted customers with cancelling a dispatch, billing and/or payment questions, handling billing disputes such as adjustments and/or small collections, sending any correspondence for the customer and on occasion promoted self-service options. Learned how to troubleshoot alarm system problems such as, performance testing, low batteries, communication losses, trouble codes and installing new devices via web-based programs. Followed up with alarm service technicians about service appointments, while given the ability to open, close and reassign jobs as need. Submit orders for repair kits, batteries and replacement equipment. Troubleshoot web-based programs such as, apps (ADT Pulse, MyADT) and/or websites. Ability to generate and email, mail, and fax insurance certificates and/or service agreements. Provided the necessary training to understand service agreements, polices, and procedures.